Product Support Executive-US Shift

Job role Product Support ExecutiveUS Shift
Positions 3
Location Hyderabad



Responsibilities

• Managing a team of representatives offering customer support.
• Overseeing the customer service process.
• Resolving customer complaints brought to your attention.
• Creating policies and procedures.
• Planning the training and standardization of service delivery.
• Monitoring the work of individual representatives and of the team.
• Conducting quality assurance surveys with customers and providing feedback to the staff.
• Possessing excellent product knowledge to enhance customer support.
• Maintaining a pleasant working environment for your team.
• Advocate for and represent the voice of the customer internally
• Do technical reviews of customer infrastructure and make recommendations those will help customer to use our products optimally
• Working with teams to plan and execute long term account plans to facilitate retention and growth via product and new business unit expansion
• Manage the proactive customer life cycle leading to high rate of renewal and growth
• Develop and maintain longterm relationships with stakeholders in your account portfolio
• Work crossfunctionally with Professional Services Product Support Marketing and other
• Identify and mitigate risk in customer accounts teams to resolve customer business issues and work towards their stated goals
• Manage customer feedback and product needs by providing feature requests to internal teams
• Building and nurturing longterm relationships with customers to solidify our commitment and partnership to their success
• Monitor the customers progress towards achieving their KPIs.
• Collaborate with crossfunctional teams to synthesize customer feedback and offer informed opinions on potential solutions and enhancements.
• Work with your account teams to plan and execute long term account plans to facilitate retention and growth via product and new business unit expansion
• Serve as primary escalation contact for high priority support cases including overall triage
• Ensure the adherence to SLAs and Key Metrics according to Organization expectations and management objectives

Customer Support Executive Requirements:

• A bachelors degree in administration or related field.
• Actively looking for freshers.
• Excellent interpersonal and written and oral communication skills.
• Knowledge of CRM systems.
• Knowledge of mediation and conflict resolution techniques is preferable.

Execellent Communication